Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

IMMEDIATE JOINER - Offshore SDM Role, Hinjewadi Pune.

Role Description: The Senior Service Delivery Manager is a full-time, remote role responsible for overseeing end-to-end service delivery for key client account in alignment with contractual commitments and performance standards. This role manages service delivery teams, coordinates cross-functional resources, and ensures IT services are delivered reliably, efficiently, and in accordance with IT service management best practices. Daily responsibilities include monitoring service performance metrics, leading incident and problem management activities, driving continuous improvement initiatives, and preparing reports and presentations for client and internal leadership.

The Senior Service Delivery

Manager will regularly interact with Tech Leads in daily calls and client stakeholders in WSR calls to understand business needs, address escalations, and maintain high levels of customer satisfaction. The role also involves contributing to governance processes, risk management, and strategic planning to support long-term client relationships and service excellence.

•SPOC/Trusted Advisor for Sr. Service Delivery Manager, on all operational/tactical aspects.

•Orchestrate IT towers for Project Power by collaborating with tower leads, identify potential risks, address them before they turn into issues.

•Maintain RAID log and review with tower leads periodically.

•Drive Daily Standup/Governance call and track actions to closure.

•Liaise with other support teams i.e. HR, TIM, Security etc. for program governance

•Ensure compliance aspects of TechM/Client for all IT associates.

•Joint owner of Custom Applications tower along with Onshore Delivery Lead.

•Work closely with tower lead to ensure 0 client escalations, 100% SLA compliance as per SOW.





•Drive AI Infusement, automation, innovation, KM and help tower lead showcase the same to LZ Tower lead during periodic meetings (WSRs, MSRs, QBRs).

•Work with Client's leadership to drive revenue growth target for FY27

•Ensure customer delight (target: CSAT score >=4.5)

•Have a big picture view of the account and drive transformation/innovation/AI Infusement with objective of earning customer delight thereby increasing top line/revenue and ensuring efficiency (improve bottom line).

•Create MSRs, QBRs and drive the presentations to client leadership.

Qualifications

- Strong Service Delivery Management and Service Delivery skills, with experience overseeing complex, multi-service environments.
- Solid IT Service Management expertise, including familiarity with ITIL practices, SLAs, incident management, and change management.
- Proven ability to drive Customer Satisfaction through effective stakeholder management, clear communication, and proactive issue resolution.
- Demonstrated Customer Service orientation, with a focus on building trust, managing expectations, and delivering value-added solutions.
- Experience leading distributed or remote teams, with strong organizational and time management capabilities.
- Excellent analytical, problem-solving, and reporting skills, including the ability to interpret service metrics and propose improvements.
- Advanced verbal and written communication skills, capable of interacting confidently with senior client and internal leadership.
- Bachelor’s degree in information technology, computer science, business, or a related field; relevant qualified certifications (e.g., ITIL, PMP, or equivalent) are an advantage.
- Prior experience in a senior service delivery or operations management role within IT or technology services, preferably in a global or multi-client environment.

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📌 Senior Service Delivery Manager - Immediate Joiner (Pune)
🏢 Tech Mahindra
📍 Pune